Site mapProjectsCreating a single virtual contact center for OJSC MegaFon (Far East)

Creating a single virtual contact center for OJSC MegaFon (Far East)

Creating a single virtual contact center for OJSC MegaFon (Far East)

Creating a single virtual contact center solutions based on Cisco Russia, Khabarovsk, Vladivostok

Task

Creating a single virtual contact center for MegaFon (Far East) to consolidate contact centers located in the cities of Khabarovsk and Vladivostok, which used to operate independently.

Solution

The single virtual contact center has been created based on Cisco Intelligent Contact Manager (ICM) solutions and the Customer Voice Portal (CVP) system, combining independently operating contact centers based on Cisco Unified Contact Center Enterprise.

Implementation

Connecting the regions has occurred by removing contact center operator’s desks and voice portal gateways over the IP network into each of them - so that the regions have not needed any additional equipping.

Result

In the course of the project, CTI has deployed a single complete virtual contact center. The single solution has reduced the time needed to switch servicing customers in the Irkutsk and Chita Regions, Republic of Sakha (Yakutia), and Aginsk Buryat Autonomous District to a new single process platform. Installing the new online platform for operators has resulted in significantly raising level of service and opportunities for service expansion, both in terms of the range of services and user equipment options. All of these innovations are designed to raise the profitability of the service and increase customer loyalty, which is an important criterion in evaluating the modern operators.